Tag: Customer service

NICE and AWS transform customer service delivery with AI and cloud

NICE has announced a strategic collaboration agreement (SCA) with Amazon Web Services (AWS) to transform customer service delivery through a combination of AI, cloud computing, and automation. As part of this partnership, NICE’s flagship AI-powered customer experience platform, CXone Mpower,...

UK retailers embrace WhatsApp and chatbots to improve customer service

British retailers are stepping up their customer service game, with messaging apps like WhatsApp and the growing use of chatbots reshaping how leading brands connect with shoppers. According to new research by CM.com, retailers that integrate WhatsApp into their customer...

NICE and ServiceNow forge AI alliance to eliminate service silos 

At Knowledge 2025, ServiceNow’s flagship event, NICE unveiled a new partnership with ServiceNow to reimagine customer service through complete automation. This collaboration combines NICE’s advanced AI customer service automation with ServiceNow’s AI-powered enterprise workflow platform to create a holistic, integrated...

This week in CX: major moves in food delivery and customer loyalty

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored key developments, including DoorDash’s £2.9 billion acquisition of Deliveroo, AWS’s move to modernise contact centres, and how few UK firms are prepared for upcoming...

Talkdesk Express provides small businesses with big-league customer service tools

Talkdesk has introduced Talkdesk Express, a solution tailored specifically for small businesses. Designed to remove the traditional roadblocks of cost and complexity, Talkdesk Express enables smaller teams to deliver customer service that rivals even the largest enterprises, without the overhead. According...

Skechers’ $9.4B buyout, aviation’s climate crisis, and the workplace loneliness epidemic

Skechers goes private in $9.4B deal amid tariff turmoil Skechers will be taken private by 3G Capital in a $9.42 billion buyout, the largest in footwear history. The move follows a sharp stock decline and mounting pressure from steep U.S. tariffs...

RingCentral unifies voice and CRM with new Salesforce integration

RingCentral has announced the launch of RingCX for Salesforce Service Cloud Voice, now available on Salesforce AppExchange. This powerful integration brings RingCentral’s voice and digital communication capabilities directly into Salesforce, allowing organisations to deliver faster, more intelligent, and personalised customer...

No more “please hold”: Talkdesk brings AI innovation to utility support

Talkdesk has launched Talkdesk Utilities Experience Cloud, a purpose-built platform designed to revolutionise how utility companies engage and support their customers across every channel. This intelligent platform aims to assist utility service providers, combining the power of agentic AI, advanced automation,...

This week in CX: AI won’t save bad marketing

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored how brands can stop annoying their customers by finding the balance in personalisation, the double-edged power of AI-driven ads, and why reskilling is now...

Verizon Project 624: The perils of cryptic marketing and CX

Verizon is generally on a hiding to nothing when it comes to customer experience. The US telco brand’s 143+ million customers typically only get in touch when they have a complaint. And, no matter how well Verizon deals with it,...